OUR TEN COMMITMENTS TO YOU:
Nottingham Forest Football Club ("the Club") makes the following commitment in striving to deliver a high quality of service, and to maintain and develop its good relationship with supporters and all other visitors to The City Ground:
1. WE'LL BE FAIR TO ALL TICKET BUYERS, AT HOME AND AWAY
1.1 A broad range of ticket prices will be offered by the Club in order to provide wider access to home matches for as many people as possible.
1.2 At least 10% of match day tickets will be made available to non-season ticket holders for each game at The City Ground.
1.3 Concessions will be made available at home matches for junior supporters, youths, students and senior citizens. Any such concessions will be clearly defined and made public whenever they are created or altered.
1.4 Warnings will be given in advance when selling seats with a restricted view of the pitch at The City Ground.
1.5 Areas of The City Ground will be made available for the exclusive use of family groups and junior supporters.
1.6 A range of facilities and support will be provided for disabled supporters and their carers at The City Ground.
1.7 If a game is abandoned after spectators have been admitted to The City Ground but before the game has kicked off, admission to the rearranged game (on production of the original ticket stub) or a total refund up to 48 hours before that match will be offered. A fair and reasonable decision will be made on refunds or admission prices based on the individual circumstances when a home game is abandoned after the kick-off and taking into account the rules of the football authorities pertaining to abandoned matches.
1.8 The Club will only refund money paid for tickets up to 48 hours prior to the kick off of the match.
1.9 Allocated tickets for away matches will be made available when practicable by the Club to Away Season Ticket Holders, away members and Home Season Ticket Holders (in order of priority decided by the Club) The price of these tickets will be determined by the home club.
1.10 The Club will abide by the decisions and respect the advice of any governing organisations or bodies authorising or regulating the use of The City Ground or any football ground in which the Club is represented.
2. WE'LL DEVELOP INCENTIVES TO REWARD YOUR SUPPORT
2.1 The Club aims to deliver value for money with its ticket and merchandising strategies.
2.2 The Club will endeavour to develop initiatives to encourage and benefit young supporters and families.
3. WE'LL LISTEN TO YOUR VIEWS AND KEEP YOU INFORMED
3.1 Regular meetings will be held with senior management from the Club and representatives of the Supporters' Club Committee, an independent body representing Nottingham Forest Supporters, potential and active. Issues which visitors or non-visitors to The City Ground wish to raise can be brought up at these meetings by contacting the Supporters Club directly.
3.2 The Club will consult its supporters on an occasional basis and invites people to express their opinion through the official Nottingham Forest website, by contacting Club officials directly or (particularly if anonymity is preferred) by asking the Supporters Club officials to raise any issues on their behalf. The Club reserves the right to ignore or disregard abusive or unreasonable comments.
3.3 The Club will aim to inform supporters of any major policy decisions in an easily understood format through the official website, the Club's match day programme and its other publications.
3.4 The earliest possible notice will be given concerning any changes to ticketing policy.
4. WE'LL RECOGNISE OUR RESPONSIBILITIES TO THE COMMUNITY
4.1 The Club recognises that it has an important role to play in the local community and will endeavour to fulfil its responsibilities and obligations with a wide range of activities.
4.2 At The City Ground and in the locality, the Club will offer facilities for use by an extensive range of groups, including and especially local school children.
4.3 The Club will actively support projects and initiatives set up by organisations, which help to improve the quality of life and education of local people.
5. WE WON'T EXPLOIT BUYERS OF OUR MERCHANDISE
5.1 The Club will work with its partners to ensure that all Club merchandise represents good value for money and is in line with other football clubs of a similar stature to Nottingham Forest Football Club.
6. WE'LL MAKE THE CITY GROUND A WELCOMING PLACE FOR EVERYONE
6.1 The Club's aim is to welcome everyone, football supporter or otherwise, to a friendly atmosphere and a safe environment at The City Ground and at the Wilford Lane site.
6.2 The Club will maintain high standards of safety for everyone who comes to The City Ground.
6.3 The Club will help to maintain the standards of behaviour expected by the vast majority of people coming to The City Ground.
6.4 The Club's staff will deal with matters in a polite, clear and appropriate manner. Appropriate disciplinary action will be taken where supporters are violent, use foul and abusive language, act in an intimidating manner or behave in a manner likely to cause offence to others, including any abuse of the Club or its staff and officials both in person or in the public domain.
6.5 The Club will commit itself to confronting and eliminating discrimination and anti-social behaviour of any kind whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability. The Club will work to ensure that such behaviour, including obscene chanting, is met with the appropriate disciplinary action.
6.6 Where a spectator's conduct fails to meet these standards of safety and behaviour, he/she will be warned about their actions. In situations that the Club's staff or officials regard as serious, the Club reserves the right to suspend or cancel a Season Ticket or to ban someone from the ground for any period. Following such a ban, a person can appeal to the Club's Head of Safety and Security and the Chief Executive, whose decision will be final.
6.7 The Club supports The Football Association and The Football League in their commitment to develop a programme of ongoing training and awareness-raising events and activities aimed to eradicate discrimination.
7. WE EXPECT OUR STAFF TO BE COURTEOUS, HELPFUL AND WELL-INFORMED
7.1 The Club will expect its staff, stewards and representatives to be courteous, helpful and well informed. Any person who feels that any of the Club's personnel are failing to meet the standards they expect should notify the Club's Chief Executive Officer as soon as possible.
7.2 The Club's staff will be properly trained to deal sensitively with issues of safety, misbehaviour and other stadium regulations and will use discretion where required if standards or regulations are abused or ignored by spectators or other visitors.
8. WE'LL RESPOND TO YOUR ENQUIRIES AND COMMENTS WITHOUT DELAY
8.1 The Club will aim to provide the highest possible standards of courtesy, consideration and service to everyone coming into contact with the club and within the ground itself.
8.2 The Club will endeavour to be fair and efficient in all matters, where issues are drawn to its attention and in setting out its offers to customers. The Club will aim to provide tickets, merchandise and information to supporters in good time.
8.3 The Club will respond to a complaint or request from a customer within a minimum of ten working days, where the contact is by letter, telephone, e-mail
, fax or a visit to The City Ground. The Club will respond, where possible, by the same medium as that through which it was conducted, and a member of staff for communication will be named.
8.4 If it is not possible for the Club to provide a substantive reply within ten working days, the Club will contact the customer to explain why and let that person know when to expect the appropriate response.
8.5 The Club will not necessarily respond to general comments or unanswerable communications that , in the judgement of the appropriate member of staff, do not require a reply.
8.6 Should supporters wish to contact the Football League in relation to a complaint please use the following contact:
Customer Service Department
The Football League Limited
Edward VII Quay
T: 0844 335 0183
The Independent Football Ombudsman
57 Great George Street
9. WE'LL TAKE ANY COMPLAINT SERIOUSLY
9.1 Any complaints about the way the Club and its suppliers or contractors operate or the service it or they provide will be investigated and dealt with at senior management level.
9.2 The Chief Executive Officer will be the first point of contact in these matters and will, where appropriate, refer the matter to the department concerned.
10. WE'LL REVIEW OUR CUSTOMER CHARTER REGULARLY AND AIM TO REFLECT WHAT YOU WANT FROM THE CLUB.
10.1 The Club's Customer Charter will be reviewed and, if necessary, updated on a regular basis (at least once annually).
10.2 The current edition of the Club's Customer Charter will be available on the official website.
10.3 All relevant club contact details can be found by clicking here